Help Desk Manager (Remote EST)

SUMMARY Responsible for managing the Help Desk to ensure thorough and timely first-level hardware, software, and network support for end users. Oversees and ensures servers, workstations, notebooks, and printers are operational and performing at optimal levels. Provides second-level technical support and mentoring to Help Desk Specialists.

Preferred location in the Eastern time zone.

ESSENTIAL DUTIES AND RESPONSIBILITIES Mentors, cross-trains, and supervises Help Desk Specialists;

Provides second-level hardware, software, and network support for end users;

Ensures that all users are informed of progress and recommendations to eliminate multiple calls on previously reported problems;

Troubleshoots, isolates, documents, and resolves problems reported by users;

Identifies problem trends and makes recommendations to senior management in order to minimize ongoing issues;

Completes hardware and software installations;

Supports the Company's technical operations by adhering to and enhancing policies and procedures related to Help Desk functions;

Ensures that Help Desk tracking software is used to document all support calls and projects;

Builds and maintains PC systems;

Keeps current and knowledgeable on all corporate-approved software;

Provides hardware/software application training and documentation to train Help Desk Specialists and end users as needed;

Promotes customer service approach between Information Systems and other Corporate departments and branch locations;

Other duties as assigned

QUALIFICATIONS EDUCATION / EXPERIENCE Bachelor's Degree or equivalent combination of education or experience

Six (6) or more years of related experience, with two (2) to three (3) years of experience in a leadership position

Experience within a help desk environment

Experience working with large-scale ticketing systems

Strong knowledge of Windows servers, workstations, notebooks, printers, and standard Microsoft applications, and hardware maintenance

SKILLS

Excellent verbal and written communication skills

Excellent customer service skills, including telephone and listening skills

Ability to work within a team and to foster teamwork

Good planning, organizational, and prioritization skills

Proficient in Microsoft Office products

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